Douglas Hansen Email & Phone Number

Orem, Ut, Us

Orem, Ut, Us

Assisted with the onboarding process for all new hires, including training, knowledge base articles, videos, and creating action items for employee retention. Creating company flow that interacted with over six different departments.Creating and implementing an agreement flow for our new software platform to collect agreements, bill customers, and store customer documents.Process Refined and restructure the Client Success Management Team. Implementing policies and procedures, including a single page "Roles, Rules and Tools" sheet, revamped all incentives, and hiring. Created a structured training program including an onboarding process for our customers. The onboarding process was structured with a 30, 60, and 90-day program.Over the course of a year, I was involved in a large portion of a rigorous process to implement a new back-end platform. The successful completion of this complex project has greatly opened doors for new clientele. I orchestrated the consolidation of office space and relocation of four departments onto one isolated floor.I played a role in strengthening security within Customer Support by implementing additional procedures including secondary authentication with OTP. This extra layer of authentication has bolstered the protection of sensitive customer information.I organized and hosted a series of engaging company events, including a birthday party, Easter Egg Hunt, Fall barbecue, and Christmas party. These events brought our team together, fostered a positive company culture, and were especially highlighted by our employees as the Christmas Party is a favorite when compared with other companies.I spearheaded a complete overhaul of our inventory system management. This included implementing a new inventory management process, researching and introducing new inventory software, and reviewing logs to make accurate projections on established purchasing needs. These improvements have optimized our inventory control.

Orem, Ut, Us

Creating a customer journey with all customer touchpoints within the business and establishing marketing pieces and flow to help our customers understand our onboarding process and life of the account expectations.To understand our customers, experience with the business, I implemented a net promoter score (NPS) tracking system. This included the necessary surveys during the onboarding, life cycle, and offboarding process. I was a pivotal component in increasing our NPS by 30 points in a year.In following the overall financial goals for the company, I found an opportunity to do my part by adjusting our paper statements to electronic statements. By following the E-Sign Consent regulations, I was able to move all of our customers into an electronic month-end statement saving the company thousands each year. Orchestrated the company moving into a new building involving over 100 employees.

Orem, Ut, Us

Due to my time with the company, I created and maintained a knowledge base for several years. I established rules to ensure the knowledge base would not be duplicated or bogged down by unnecessary material. Researched and investigated multiple ticketing systems and implemented Freshdesk for our Customer Service and Internal use. Continually monitored buckets established in the ticketing system to ensure all common issues were resolved and resolutions recorded in the knowledge base.

Orem, Utah, Us

Worked on process refinement with all departments. Collaborating with each team member to understand the flow of their department and questioning how and why they operated in the manner they did.During the process refinement project, my team and I were able to create department flows throughout the company. This allowed the C-level to see an overview of how the company operated as a whole. Giving complete transparency of the business.The goal of process refinement was to implement new systems and track the outcome. Focused on the data to tell the story of accuracy with the new systems and projected needs.

Orem, Utah, Us

Implementing new process requirements within our industry called Payment Card Industry DSS. Created a small team to manage requirements with our customers.Managed the team through industry changes and disruptions including terminal-based technology changing to e-commerce gateway implementation, Chip reading capabilities, and Fraud protection tools.Helped streamline our Customer Support department to expand capacity and keep costs down.

Orem, Utah, Us

Was hired as the second Customer Support representative at Complete Merchant Solutions. Grew the team up to eight employees within the first year.Looked for opportunities to improve department and company ease. I saw a need to create a category system for all physical customer agreements and structured categorized housing for those agreements.Transitioned over 5,000 paper agreements to digital copies. Personally, threw away all filing cabinets.

Master Of Business Administration - Mba

Intercultural Communications, Business